InMoment XI

MARCH 27, 2024

Use tools like Google Alerts or specialized reputation management software to stay informed about what customers are saying about your business. days, while the median group responds to reviews within 3.25 Online reputation management software can solve this problem and help your organization stay on top of what car buyers are saying.

Automotive 260

Automotive Management Social Media Feedback 260

Totango

MARCH 8, 2022

A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. Showcasing and reviewing CS software. CS in Focus. CS in Focus is a CS community for CS professionals hosted on Slack.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Lumoa

JANUARY 24, 2024

For a Customer Experience Officer (CXO), dedicating resources to analyzing text feedback from customers can have several benefits: Dissecting Customer Segments : Text analytics in customer feedback allows you to delve into the nuances of different customer groups, understanding their unique preferences and expectations.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

AWS Machine Learning

APRIL 12, 2023

Amazon Kendra can easily validate the identity of individual users as well as user groups who perform searches with the addition of secure search tokens. User Group Document Type Authorized for Access Guest. User Group Document Type Authorized for Access Guest. getUrlEncoder().encodeToString(secret.getBytes(StandardCharsets.UTF_8));

Case Study 88

Case Study Groups Study Policies 88

ShepHyken

AUGUST 10, 2018

With machine learning, PCA can simply group customers into distinct segments based on diverse characteristics more efficiently than doing it manually. Just like there is a wealth of products and services on the market, there are countless channels available to reach customers such as email, social media, blogs, webinars and more.

Analytics 67

Analytics Social Media Travel Banking 67

Totango

JANUARY 2, 2024

Christina started the conversation by sharing how, for CDK – a software solutions provider that helps automotive dealerships improve customer experience – data visibility and understanding how their products deliver business outcomes for their customers continue to be the main challenges for her team.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

PeopleMetrics

JULY 17, 2018

Focus groups are a popular way to gauge customer opinion, but they tend to have little or nothing to do with VoC. A moderator asks the group about something specific, such as whether they would consider using a new product, and the responses are recorded as a form of unstructured, qualitative feedback.

Measurement 210

Measurement CEM Telecommunications Wireless 210

BirdEye

MARCH 29, 2024

That’s why we’ve created this blog that features seven networks that every realtor should be a part of. Table of contents What are the 7 best social media networking groups for real estate marketing? It’s an excellent resource for property investors, offering forums, blogs, podcasts, and educational resources.

Social Media 58

Social Media Tips Sales Advertising 58

Calabrio

DECEMBER 18, 2020

Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements. On a macro level, analytics software is revealing crucial and even surprising information about the overall business to help guide management decisions.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. 1 That’s according to research by the Service Excellence Group (ServieXRG). The first way to do so is to ensure product adoption and use. Download the report.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

TechSee

AUGUST 14, 2023

She has led CX for giants such as Whitbread, Sainsbury’s, and Compass Group as well as providing clients worldwide with groundbreaking products, services, and experience design services as a consultant. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

NobelBiz

FEBRUARY 27, 2024

This technology frees up human agents to focus on more complex and nuanced customer issues, enhancing the efficiency and effectiveness of the call center. Workforce Management Software Effective workforce management is critical for optimizing agent scheduling and workload, ensuring that the call center is adequately staffed to meet demand.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Calabrio

DECEMBER 18, 2020

Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements. On a macro level, analytics software is revealing crucial and even surprising information about the overall business to help guide management decisions.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

NICE inContact

APRIL 4, 2019

Contact centers often use virtual attendants to complement Interactive Voice Response ( IVR ) software, which offers more self-service options for customers to quickly self-solve basic issues, like bill payments or account inquiries. appeared first on NICE inContact Blog. The post What is an Auto Attendant?

Self Service 136

Self Service Call Center Contact Center Customer Satisfaction 136

BirdEye

MAY 22, 2023

In this blog post, we highlight the best scheduling apps that are perfect for appointment setting, are user-friendly, and offer multiple software integrations. And it frees up your valuable time, letting you focus on other operational priorities, like growing your business. Table of contents What is a scheduling app?

Self Service 98

Self Service Software System Social Media 98

Gainsight

FEBRUARY 11, 2021

There has never been a better time to be a public software company. Software Equity Group wrote an insightful blog post about the correlation between NDR and price to sales multiple. When public market investors aren’t busy going long or short on GameStop, they are bidding up cloud stocks to all-time highs.

Chief Customer Officer 85

Chief Customer Officer Metrics Software Groups 85

Retently

JULY 11, 2022

They can cancel, costing lost revenue and negative publicity in the form of blog and forum posts, potentially hurting your MRR even more in the long term. It’s easy to focus on customer acquisition, all while ignoring the serious risk posed by Detractors not only to your churn rate but to your ability to acquire new customers in the future.

NPS 158

NPS Net Promoter Score Company Tips 158

Upstream Works

NOVEMBER 4, 2021

According to research by the Aberdeen Group ( via Forbes ), companies with strong omnichannel CX strategies retain an average of 89% of their customers. The basic building blocks for omnichannel were outlined in a recent blog post , which offers a great place to start when approaching an omnichannel digital strategy.

Omni-Channel 78

Omni-Channel Contact Center Call Center Technology 78

2020 Research

OCTOBER 25, 2022

In this blog, discover the pros and cons of both digital and in-person qualitative research. In-Person Qualitative: In-person qualitative research is conducted either one-on-one or in a group setting. Some in-person methods include dyads and triads, in-depth interviews (IDIs), and focus groups.

How To 52

How To Video Groups Travel 52

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. Yes and no).

CEM 121

CEM NPS Hotels Survey 121

Alliance by IFS

DECEMBER 11, 2019

London, United Kingdom and Horsham, Pennsylvania, December 11, 2019 – IFS , the global enterprise applications company, announces that it has concluded the acquisition of 100% of the shares of global software company Astea International (USOTC: ATEA). Visit the IFS Blog on technology, innovation and creativity: [link]. About Astea.

Competitive Advantage 122

Competitive Advantage Financial Leadership Software 122

Brandwatch CX

JANUARY 29, 2024

It’s full of people looking for ways to improve their business, they’re already receptive to a blog post about improving ROI or dealing wth crises. For us, we track terms like “social listening software”, which can be great when someone is asking for suggestions. LinkedIn is obviously a prime place for this.

Social Media 98

Social Media Tips Groups Brands 98

UJET

AUGUST 5, 2020

After over 10 years in the software startup scene and a great start at UJET in its San Francisco headquarters for a year and a half, I had the opportunity to move to Europe. Coworking spaces are helpful because you’re around people, but for those that aren’t able to meet in person, using local LinkedIn groups is also an opportunity.

Tips 133

Tips Meeting Tools Groups 133

Totango

JULY 31, 2020

Some of my top takeaways from yesterday’s event: It’s not enough to have satisfied stakeholders, focus on creating maniacal advocates who will champion your software in their companies and amplify your reach to additional markets. Consider implementing a “group hug” for the customer.

Engagement 104

Engagement Strategy Customer Success Sales 104

Amity

NOVEMBER 28, 2018

That was the time when I really learned about product adoption, mitigating the churn risk by being proactively working with the client and making sure they realize the value out of the software they get. In the post sales group at Densify, under the Client Success department, there are four groups.

Customer Success 106

Customer Success Competitive Advantage Customers Software 106

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like? Build Your CAB with the Right Mix of Customers.

How To 75

How To Net Promoter Score Groups eBook 75

SurveySparrow

NOVEMBER 12, 2023

I have included the statistical jargon used in this blog. Null-Hypothesis: This hypothesis suggests there’s no difference between groups or conditions. They help researchers focus their experiments, ensuring they collect relevant data to support or refute the hypothesis. So, what does it mean, and how is it calculated?

Comparison 52

Comparison Study Groups Analysis 52

Gainsight

MARCH 1, 2024

In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field. On the role of DCS: DCS will liberate Customer Success Managers (CSMs) to focus more on strategic and proactive tasks, thereby enhancing customer outcomes.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Team Support

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Retention Training Resources 81

SurveySparrow

OCTOBER 21, 2023

This blog will look into its meaning, importance, and all that you need to know. It employs qualitative methods such as interviews, focus groups, and ethnographic studies. Let’s say, you are a software development company planning to create a new project management tool. Intriguing right? What is Design Research?

Study 52

Study Analysis User Experience Innovation 52

AWS Machine Learning

DECEMBER 29, 2022

In this blog post, we will show you how to use both of these services together to efficiently perform analysis on massive data sets in the cloud while addressing the challenges mentioned above. In the blog today, we will be executing the following steps: Cloning the sample repository with the required packages. Solution overview.

Connections 104

Connections Analysis Resources Analytics 104

SurveySparrow

DECEMBER 25, 2023

Maybe you might get clarity by the end of this blog as you learn about the meaning, importance, benefits, and best practices to enhance transactional NPS. Maybe you might get clarity by the end of this blog as you learn about the meaning, importance, benefits, and best practices to enhance transactional NPS. I think the latter.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Survey 52

West Monroe

JUNE 12, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. In software terms, we think about road maps–but large organizations think about master plans. By the time you're at the senior manager level, you need to be an excellent facilitator of groups if you want to be effective.

Leadership 52

Leadership Healthcare Innovation Case Study 52

Beyond Philosophy

JUNE 27, 2019

If you only focus on rational factors, you are leaving more than half of the customer experience to chance. Facial recognition software is one way to measure that digital experience. If you enjoyed this blog, you might also like these: Lose the Fear of Facial Recognition if You Want CX Improvement.

Net Promoter Score 138

Net Promoter Score Hospitality Airlines Loyalty 138

Gainsight

FEBRUARY 23, 2021

You may have recently heard about the importance of Net Dollar Retention from Nick’s blog post earlier in the month , as well as the webinar we did with Bessemer Venture Partners. The blog post and webinar were more focused on why Net Dollar Retention is so important. But how do we go about improving it?

Metrics 64

Metrics Groups ROI Feedback 64

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . You and I both know how awful it feels to have someone disregard what we say and focus on their end goal instead. Focus on the negatives but always steer the question toward how the customer sees the situation moving forward. This is shocking. I’m sure you have too.

Customer Retention 97

Customer Retention Strategy Knowledge Base Chief Customer Officer 97

NobelBiz

MARCH 5, 2024

Nobelbiz Call Center Reporting Software Nobelbiz’s call center reporting software has been crafted with the needs of dynamic call centers in mind. This software provides an extensive array of analytics and reporting features designed to elevate the management of customer interactions to new heights.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59